Latest news with #RaghavSibal
Yahoo
06-08-2025
- Business
- Yahoo
Calm Stores, Clear Sites: New Research Highlights How Seniors are Redefining Retail Expectations
SYDNEY, Aug. 6, 2025 /PRNewswire/ -- While many Australians are adjusting their spending in response to rising cost-of-living, new research from Manhattan Associates Inc. (NASDAQ: MANH) reveals that older Australians continue to play a significant role in discretionary retail. Backed by financial stability and a clear preference for personalised, supportive in-store experiences, over-55s represent a key growth opportunity for retailers who are willing to meet them on their terms. Shoppers aged 55+ are spending, but their expectations are high According to the research, 68% of mature-aged shoppers reported either no impact or improved confidence in their personal finances, despite ongoing interest rate pressures. Notably, 64% also said that special offers and promotions influence their spending decisions in-store, demonstrating a willingness to engage, provided the experience is worthwhile. "These shoppers are among the most financially secure and active in the retail space," said Raghav Sibal, Vice President of APAC at Manhattan Associates. "But they're also more discerning. They're not shopping just for products, they're shopping for a comfortable, helpful and human experience." The research revealed that older Australians value a quieter, calmer in-store environment. Two-thirds (66%) of shoppers aged 55 and over said they would prefer retailers to turn down in-store music or avoid it altogether, with one in four (24%) reporting they have actively avoided stores that feel too loud or chaotic. In addition to creating the right environment, staffing also plays a critical role in shaping the in-store experience for senior shoppers. Only 26% of over-55s said they like to shop entirely independently. Most prefer some level of support, particularly when engaging with new technologies or unfamiliar products. Encouragingly for retailers, 41% of mature-aged consumers said they would shop in-store more often if there were more staff available to assist. "Retailers sometimes assume that mature-age shoppers want to be left alone, but the data tells a different story. This group values human connection, reassurance, and calm environments. Creating in-store experiences that reduce sensory overload and provide access to well-informed, available staff will go a long way in driving loyalty and repeat visits," said Sibal. Technology should support, not replace, human interaction Senior shoppers are not averse to using technology instore with 73% of shoppers being comfortable using self-checkouts and similar solutions. However, of those surveyed 40% of shoppers said that they usually prefer or require some assistance when using these tools. "Mature-aged Australian shoppers are often willing to try and use instore technologies to speed up their retail experience, however they often need to be supported by knowledgeable staff in-store," said Sibal. "It's that personal interaction that makes the difference, someone who can answer questions or offer guidance." Older Australians are increasingly confident online, but want reassurance and clarity Contrary to common assumptions, senior shoppers are far from digital holdouts. In fact, 65% of Australians aged 55 and over now say they are more likely to shop online due to factors like convenience, better access to deals and broader product selection available through digital channels. This growing digital fluency is also reflected in user experience, with 57% of mature-age shoppers reporting they rarely or never encounter issues when shopping online. Only 10% say they frequently run into problems, highlighting a general comfort with digital retail. However, attracting and retaining these shoppers requires retailers to understand the needs of older shoppers. A third (32%) say they would be encouraged to shop online more often if retailers provided clear reassurance around website security. Meanwhile, 28% want more detailed product descriptions and customer reviews to support informed decision-making and 20% said easier-to-navigate websites would increase their likelihood to purchase. "We're seeing a generational shift in how older Australians interact with digital commerce. This group is highly pragmatic. They're not just looking for tech-savvy interfaces, rather they want clarity, trust and a sense of control. Retailers that invest in intuitive website design, transparent product information and strong cybersecurity messaging are more likely to win their confidence and their business," concluded Sibal. For more information, please visit Methodology: Manhattan Associates surveyed 500 Australian consumers over the age of 55. ABOUT MANHATTAN ASSOCIATESManhattan Associates is a global technology leader in supply chain and omnichannel commerce. We unite information across the enterprise, converging front-end sales with back-end supply chain execution. Our software, platform technology and unmatched experience help drive both top-line growth and bottom-line profitability for our customers. Manhattan Associates designs, builds, and delivers leading edge cloud and on-premises solutions so that across the store, through your network or from your fulfillment centre, you are ready to reap the rewards of the omnichannel marketplace. For more information, please visit View original content to download multimedia: SOURCE Manhattan Associates Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Techday NZ
03-07-2025
- Business
- Techday NZ
Manhattan Active Omni adds advanced AI to boost retail services
Manhattan Associates has announced new enhancements to its Manhattan Active Omni platform, focusing on adding Agentic AI capabilities to improve customer service and operational efficiency across retail and eCommerce environments. The expanded features of Manhattan Active Omni include updates to Manhattan Active Maven, the solution designed to handle customer service enquiries through chat and email. The new capabilities allow Maven to now process customer requests such as order edits, invoice requests, returns, and digital products more rapidly and accurately, and support has been extended to over 30 languages. The platform's enhancements are intended to transform how retailers manage high volumes of customer engagement and fulfilment tasks at scale. The addition of a Customer Service Insights dashboard within the Contact Centre function allows retailers to monitor their service performance and benchmark results against others in the industry. The use of Agentic AI in these dashboards can also help detect and highlight trending issues before they become more significant. "Retailers today are managing increasingly complex customer journeys and growing service expectations," said Raghav Sibal, Managing Director for Australia and New Zealand at Manhattan Associates. "Our latest release focuses on using Agentic AI to bridge those gaps in real time, whether it's anticipating order changes, identifying support trends, or enabling frictionless in-store payments. We're giving retailers the tools to act faster and deliver smarter customer service." In physical retail settings, Manhattan's mobile Point of Sale (POS) has received an update to enable Tap to Pay using iPhone devices. This change eliminates the need for additional payment hardware and gives staff the flexibility to finalise transactions anywhere within the store, potentially improving the speed and convenience for both staff and customers. Additional improvements to the retail platform include support for more granular item-level promotions, new filters in catalogues to improve product discovery, and enhanced functionality for flagging items that require customer alerts or age verification. These updates are designed to streamline the service process and contribute towards improving the customer's overall experience with the retailer's brand. Sibal commented further on the focus of the latest release, stating, "In retail and logistics, speed without visibility is a liability. This latest release focuses on bridging those two requirements in real time. We're giving retailers the online and in-store tools to respond faster and operate smarter." The integration of advanced AI across these solutions aligns with industry trends, as retailers seek to manage increasingly complex operations while maintaining high service standards. The ability to analyse customer service data proactively and resolve enquiries efficiently has become central to retailer strategies in both digital and physical commerce contexts. With these platform enhancements, Manhattan Associates aims to address the evolving demands faced by retailers and eCommerce operators, providing tools that cater to increasingly multichannel and multilingual customer expectations. The AI features are positioned as a means for retailers to meet rising standards in customer communication, operational speed and service measurement. The updates are now available within the Manhattan Active Omni platform, with retail clients able to leverage the new functionality as they refine digital and in-store engagement strategies. Follow us on: Share on:
